Retain Your Users for Life Proactive We Live in an Age of Instant - - PowerPoint PPT Presentation

Retain Your Users for Life

We Live in an Age of

Instant Gratification

Omnichannel Personalized Proactive

Users demand

Proactive Information

Users Expect Brands to Anticipate Their Needs

76%

Expect brands to anticipate their needs and make relevant suggestions.

• f u s e r s

Expect brands to innovate and provide better value that aligns with their needs.

63% o f u s e r s

Source- https://www.salesforce.com/research/customer-expectations/

Omnichannel Proactive Personalized

Users expect

Personalized Engagement

Users Want to Be Treated as Humans and Not Data Points

84%

Say being treated like a person, not a number is the key to winning.

• f u s e r s

Say a brand’s ability to understand their individual needs builds loyalty.

70% o f u s e r s

Source- https://www.salesforce.com/research/customer-expectations/

Omnichannel Personalized Proactive

Users thrive on

Omnichannel Experiences

Users Expect Consistent Brand Experiences

Will switch brands if they get inconsistent experiences across engagement channels.

73% o f u s e r s

Source- https://www.salesforce.com/research/customer-expectations/

3.64

Every user is going to interact with your brand across almost 4 devices

devices Omnichannel Proactive Personalized

Relationship Centric Customer Centric

+Services A Shift from

Product to Relationship Marketing

1980s 1990s 2000s TODAY

Products

Disruption is Inevitable!

Innosight reports that nearly half

• f the S&P 500 will be replaced
• ver the next 10 years

MEDIA & OTT FOOD TECH ECOMM TRAVEL

T HE L EADERS

MEDIA & OTT TRAVEL FOOD TECH ECOMM

M IC ROSEG M ENT 1

Loyalists Heavy Streamers

M IC ROSEG M ENT 2

Freemium Users

M IC ROSEG M ENT 4

Family & Friends

M IC ROSEG M ENT 3

Customer Journey

Media & OTT Audiences

P R O A C T I V E P E R S O N A L I Z E D O M N I C H A N N E L

Test New Features Upsell Opportunity Promote Long-form Content Trial Plans

New product features and an updated content library

I N - A P P N O T I F I C A T I O N

Additional discount for family and friends Invite friends for one extra month of free content

E M A I L P U S H N O T I F I C A T I O N

Content recommendations based on browsing history

P U S H N O T I F I C A T I O N

Free trial promotion

E M A I L

Movie recommendations in interested genre

E M A I L

M IC ROSEG M ENT 1

Movie Fanatics Theater Lovers

M IC ROSEG M ENT 2

Reinstalls

M IC ROSEG M ENT 4

Families

M IC ROSEG M ENT 3 P R O A C T I V E P E R S O N A L I Z E D O M N I C H A N N E L

Optimize Ticket Inventory Promote New Content Improve Engagement Improve Onboarding

New movie trailers with opening day show timings

I N - A P P N O T I F I C A T I O N

Discount offers on weekday shows to maximize sales

P U S H N O T I F I C A T I O N

Weekend show timings at nearby cinemas Trailers for upcoming movies

E M A I L P U S H N O T I F I C A T I O N

Content recommendations based on browsing history

W E B P O P - U P

Location based promotions

E M A I L

Nearby theaters and show timings

E M A I L

Customer Journey

Online Ticketing

What Does It Take to Deliver on the Promise of Relationship Marketing?

Get a Single View of Your Customer

1

Orchestrate User Experiences Across Channels

3 2

Automate User Segmentation Strategies

• Centralized Customer Platform
• Unified Data from All Sources
• Comprehensive User Profiles

Eliminate Data Silos

S I N G L E C U S T O M E R V I E W

WEB ANALYTICS (Web Activity) CRM (Account Data) POS (Transactional Data) EMAIL (Clickstream) SMS (Contact Info) SOCIAL MEDIA (Social Profile)

1

Automate User Segmentation

M AN UAL S EGM EN T AT ION

At 400 Users

At-Risk Users Inactive Users New Users Champion Users

• Real-time User Segmentation
• Customer Insights powered by AI/ML
• Predictive modeling for better ROI

2

Automate User Segmentation 2

• Real-time User Segmentation
• Customer Insights powered by AI/ML
• Predictive modeling for better ROI

At 4 Million Users

AUT OM AT E D S E G M E N T AT ION With Machine Learning & AI At-Risk Users Inactive Users New Users Champion Users

HEY!

Link

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I M M E D I A T E

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O N E H O U R L A T E R HEY!

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5 D A Y S L A T E R

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5 D A Y S L A T E R

HEY, HEY! Link

Didn’t Receive SEND PU SH NOT IFIC A T ION

uh-oh!

• Omnichannel Campaigns
• Personalized Messaging
• Prescriptive Engagement

Orchestrate Across Channels

HEY!

Link

E M A I L C A M P A I G N S I N G L E U S E R If Link Clicked SEND IN- A PP NOT IFIC A T ION

I M M E D I A T E

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Didn’t Open SEND EM A IL

5 D A Y S L A T E R

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Didn’t Receive SEND PU SH NOT IFIC A T ION

I M M E D I A T E uh-oh!

3

• Omnichannel Campaigns
• Personalized Messaging
• Prescriptive Engagement

Orchestrate Across Channels 3

E M A I L C A M P A I G N

I N - AP P N OT I FI CAT I ON EM AI L P US H N OT I FI CAT I ON

E M A I L C A M P A I G N

I N - AP P N OT I FI CAT I ON S M S EM AI L

P U S H C A M P A I G N

I N - AP P N OT I FI CAT I ON EM AI L P US H N OT I FI CAT I ON S M S

S M S C A M P A I G N

I N - AP P N OT I FI CAT I ON EM AI L P US H N OT I FI CAT I ON

P U S H C A M P A I G N

I N - AP P N OT I FI CAT I ON EM AI L

U S E R A U S E R B U S E R C U S E R D U S E R E

Now Orchestrate Across Multiple Users

Enter CleverTap

d & FoodTech Ecomm & more Telco & Finance Media & OTT

Unifies Customer Data Across Your Business Purpose Built to Solve Martech & Growth Challenges Assures Long Term Brand Loyalty & Conversions Aligns Goal Based Marketing KPIs to Business Impact Seamlessly Handles Growth & Scale Builds a Sustained Competitive Advantage with Industry First Features

Why CleverTap?

The CleverTap Customer Engagement Platform

The CleverTap Customer Engagement Platform

CUSTOMER RETENTION SUITE

Marketing Analytics Omnichannel Campaigns Marketing Automation Personalization At Scale Geolocation Targeting Experimentation & Testing

Drive Long Term User Retention and Revenue Growth Mobile Desktop CRM POS Call Center Unify Data Across Silos

REAL-TIME CUSTOMER ANALYTICS

AI/ML Powered Customer Insights Get Actionable Data Driven Insights

ADVANCED SEGMENTATION ENGINE

Intent Based, Automated and Psychographic Segmentation Orchestrate Hyper Personalized Engagement Strategies

55 Billion

User Actions a Month

12 Billion

Messages Sent a Month

1 Billion

Unique Devices Reached

8000+

Customers Globally

Proven Performance & Scale

CleverTap architecture solves for a variety of use cases without any assumption of domain

Existing Investors:

Founded Seed Funding by Accel World’s most powerful segmentation engine launched Series-A Funding Led by Sequoia 20 Fortune 500 Customers 1 Billion messages sent by 1 customer in 1 Day 8,000+ Customers Globally

About Us

MAY 2013 JULY 2014 JUNE 2015 AUGUST 2015 MAY 2017 APRIL 2018 JULY 2018

S O LUT IO N S

• Flows
• Retention Cohorts

ABO UT

Vodafone owns and operates networks in 26 countries, with partner networks in 50+ additional countries, and serves Asia, Africa, Europe, and Oceania with more than 469.7 million connections.

Case Study: Telecom

• High Uninstalls
• Manual Engagement and Retention Campaigns

C H ALLE N GE S Improved CTRs Conversions

15% 2X

S O LUT IO N S

• Live User Segmentation
• Deep Linked Push Notifications
• RFM Analysis
• Geolocation Targeting

ABO UT

SonyLIV, a subsidiary of Sony Pictures Network, was the first OTT platform in India and set the tone for the VOD and digital media

• ecosystem. It is the preferred destination for blockbuster movies,
• riginal web series, TV shows, live sports and music.
• User Onboarding and opt-in for notifications
• Personalization at scale
• Monetization of the SonyLIV platform
• Targeting users at the right time with the right message

C H ALLE N GE S

Case Study: Media/OTT

Conversion rates on campaigns driven by RFM based segmentation CTRs with campaigns based on geolocation targeting

16% 25%

• Understanding App User Journey
• Personalization at Scale
• Campaign Optimization

C H ALLE N GE S ABO UT

Go-Jek is Indonesia’s biggest on-demand transportation services

• brand. Since its inception in 2010, Go-Jek has seen tremendous
• growth. It has evolved into an on-demand mobile platform and a

cutting-edge app, providing a wide range of services that includes transportation, logistics, mobile payments, food delivery, and many

• ther on-demand services. They currently serve over 65 million

customers across 50 cities and are expecting to grow their user base significantly in the near future.

S O LUT IO N S

• Real-Time Insights
• Automated Segmentation
• Journeys & Funnels

Case Study: Ride Sharing

Increase in CTRs on discount campaigns with personalization Higher conversions with push notifications

43% 4X

• Drive User Growth
• Increase Referral Program ROI
• Increase Revenue from Existing Users

C H ALLE N GE S S O LUT IO N S

• Automated Segmentation

ABO UT

Cleartrip is an online travel aggregator for booking flights and train tickets, hotel reservations, and holiday

• packages. With annual revenues of $45 million and
• ver 10 million downloads, Cleartrip is a favorite

among users who want a hassle free way to book travel.

• Journeys

Case Study: Travel

Higher Cross-sells Higher Monetization Rate

5X 10%

Thank You!